Rulebook

BUSINESS REGULATIONS for iTS Service, part of the iTSmedia group 

Wilsonova 4, 22000 Šibenik

Version: 1.2

Date of issue: 30.9.2024.

Part of the SOP (Standard Operating Procedure) of the iTSmedia community, sector/iTS

Author: Josip Marčić


INTRODUCTION iTS Service is a department within the iTSmedia group specializing in technical support, maintenance, repairs, and optimization of IT equipment and network systems. Our main goal is to provide top-tier IT services, ensure maximum customer satisfaction, and maintain a transparent process through all service phases – from device reception, repair, and delivery to post-service support.

This business regulation clearly defines rules, procedures, and standards to keep clients fully informed about every aspect of our operations.

PURPOSE OF THE REGULATIONS The purpose of this regulation is to:

  • Standardize business processes and rules within iTS Service.
  • Ensure consistency in service quality for all clients.
  • Establish clear rules on responsibility, data protection, risks, and repair procedures.
  • Provide clients with transparent information on pricing, warranties, and service conditions.

SCOPE OF APPLICATION This regulation applies to:

  • All employees, collaborators, and partners involved in the service process within iTS Service.
  • All types of IT equipment repairs and maintenance, including computers, laptops, servers, network equipment, peripheral devices, mobile devices, and specialized technology.
  • Remote support services and on-site (field) repairs.
  • Maintenance and optimization of business IT systems, including security solutions, data backup, and network configuration.

SERVICE PROCESS

  1. FAULT REPORTING AND INITIAL COMMUNICATION Clients can report faults or request service through multiple channels:
  • Phone: For urgent cases or initial consultations.
  • Email: podrska@itsmedia.info – For detailed problem descriptions or requests.
  • Online form on our website: Clients can enter device details, fault nature, and contact information.
  • Chat option: Available on the website for instant consultations with a technical support specialist.

Every reported issue is logged into the ticketing system, generating a unique request number, enabling clients to track service progress at any time.After reporting, a technician contacts the client to gather additional information and agree on the next steps.

  1. DEVICE DELIVERY AND SAFETY RECOMMENDATIONS Devices can be delivered in person to Wilsonova 4, Šibenik, or via courier service.

Clients are advised to use our recommended packaging guidelines to prevent damage during transport. We recommend using original packaging or suitable protective materials such as bubble wrap and sturdy cardboard boxes.iTS Service is not responsible for damages caused by inadequate packaging during transport, so clients are advised to take all necessary safety precautions.

  1. DIAGNOSTICS AND COST ESTIMATION Upon receiving the device, technicians conduct a thorough diagnosis to precisely identify the problem cause. The diagnostic process may include:
  • Hardware diagnostics: Checking the condition of physical components (e.g., motherboard, processor, memory, power supply).
  • Software analysis: Checking installed applications, operating system, drivers, and system settings.
  • Network diagnostics: Devices connected to networks undergo testing to identify potential connectivity issues.

Diagnostic time depends on the complexity of the issue:

  • Standard diagnostics take up to 1 hour and are free of charge.
  • Complex diagnostics lasting more than 1 hour are charged according to the current price list.

If additional diagnostics are required to resolve complex software errors or analyze hardware components, the client will be informed of the extended time frame and any additional costs.After completing the diagnostics, the technician contacts the client to present the findings and offer specific repair solutions, along with a cost estimate.

  1. REPAIR PROCESS Upon acceptance of the repair quote, technicians begin the repair process:
  • Part replacement: We use only original or high-quality replacement parts sourced from authorized distributors or manufacturers. If original parts are unavailable, the client is informed about alternative options.
  • Hardware repair: Faulty physical components are replaced or repaired according to technical standards.
  • Software repairs: All software issues, such as OS reinstallation, virus removal, performance optimization, or resolving compatibility issues, are handled according to technical protocols.

After repair completion, the device undergoes quality control testing to ensure full functionality.

  1. DEVICE RETURN AND POST-SERVICE SUPPORT Upon repair completion, the client is notified, and a detailed final report is provided, including:
  • List of all performed repairs.
  • Replaced parts (if applicable).
  • Recommendations for future device maintenance.
  • Warranty document for the repairs (if applicable).

Clients can pick up their device in person or receive it via courier service. Before collecting the device, all service costs, including agreed-upon parts, labor, and any additional services, must be settled.

Post-service support is available, including additional advice, remote assistance, or preventive IT system maintenance.

PRICING, BILLING, AND PAYMENT TERMS Transparency in pricing is key to building trust between clients and iTS Service. A price list for all services is available on our webshop, and clients receive a detailed cost breakdown before repair commencement.

Basic payment rules:

  • Diagnostics are free up to 1 hour.
  • Complex faults may require additional diagnostics, charged per hour.
  • Any additional services (e.g., data backup, software installation) are clearly defined in the price list, and clients are informed before execution.
  • Payments can be made in cash, by card, or via bank transfer.
  • For complex repairs, an advance payment may be required before work begins.

WARRANTY AND LIABILITY iTS Service offers a 90-day warranty on all successfully completed repairs, covering:

  • Recurrence of the same fault.
  • Free interventions if the problem reoccurs within the warranty period.

The warranty does not cover:

  • New damages or faults unrelated to the original issue.
  • Damages caused by physical impact, moisture, improper handling, or unauthorized intervention after repair.
  • Software issues caused by viruses or unauthorized programs after repair.

If a device needs to be returned for repair under warranty, the client will not be charged unless new components are required that were not part of the original repair.

DATA PROTECTION AND SECURITY iTS Service prioritizes the security of client data.During the repair process, client data is handled with the highest level of discretion and protected according to GDPR standards.Clients are advised to back up all important data before repair to avoid potential data loss, especially for complex hardware interventions.iTS Service offers data backup services as per the current price list. Data processing complies with Croatian and EU personal data protection laws, and our technicians have limited and controlled access to client information to ensure privacy.

ETHICAL STANDARDS iTS Service operates in accordance with the highest ethical standards, including:

  • Business security: Strict adherence to Croatian laws, with clients required to prove device ownership if illegal activity is suspected.
  • Employee education and development: Technicians undergo regular training to ensure expertise and knowledge of the latest technologies.
  • Transparency: All information about pricing, service processes, potential risks, and repair duration is available to clients upfront.

For any further information or clarifications, please contact us at:

Approved by: Josip Marčić